Highest score for satisfaction for operator Northern Rail

The firm which runs the trains on the Fylde line has had its best ever customer satisfaction score – in the year before it is handed over to new operators.

Northern Rail, currently a Serco and Abellio joint venture, has achieved an impressive 84 per cent overall customer satisfaction score, compared to a national score of 83 per cent. The survey was carried out in autumn 2015, with Northern’s score a 6 per cent point increase on the equivalent 2014 survey and the best it has had in the 12 years of its franchise.

Natalie Loughborough, customer service director for Northern Rail commented: “There were almost 100 million customer journeys on Northern’s network in 2015.

“Therefore we are delighted to be one of the few train operators to significantly improve customer satisfaction scores; this is our best result in 12 years and a major step up from our bottom of league table position just two years ago.”